Complaints

This profile includes complaints for Hyatt Hotels Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hyatt Hotels Corp.

  150 N Riverside Plz Chicago, IL 60606-1598

  
• 

  Hyatt Hotels Corp.

  9805 Q St Guess Service Omaha, NE 68127-3273

• 

  Hyatt Place Baltimore Inner Harbor

  511 S Central Ave Baltimore, MD 21202

• 

  Hyatt Hotels Corp.

  101 Harborside Dr Boston, MA 02128

• 

  Hyatt Hotels Corp.

  50 Forbes Rd Braintree, MA 02184

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the *********** Resort and Spa in ******, ****** on December 9-13, 2024. The vacation was booked through a 3rd party travel agency and paid in full prior to our arrival. While at Dreams Jade Resort and Spa on December 11, 2024 my husband and I got relaxing massages at the spa and charged $300 USD to our hotel room. On December 12, 2024 my husband and I had a romantic dinner on the beach and charged $238 to our hotel room. When I checked out on December 13, 2024 I was presented with a hotel bill that reflected 10, ****** Mexican Pesos which I was told by the front desk was around $500. The hotel charged me $10, ****** US Dollars instead of Mexican Pesos. I first contacted them on 12/18/24 regarding the incorrect charge. I have spoken to the hotel directly several times and have even been in email contact with the Chief Concierge and Front Desk via email. They have failed to resolve the incorrect charge.

  

  Business Response

  Date: 01/27/2025

  The hotel has contacted the guest to work towards a resolution. 

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation online under my Hyatt Member *********H. I used my two Free Reward Day, ***** for 3rd night, 9000 miles plus *********, and Full Fare for 5th night. I had the Hyatt customer service on phone when I placed the order. The order was submitted and my hotel reward and miles were used but my hotel reservation was not booked.I have spent 3 to 4 hour since yesterday and no one is able to help me.They dont know what happened and I am now stuck with no hotel reservation. It is not my problem if Hyatt website has issue. Hyatt needs to complete my reservation and honor and I took picture of the page before submitting order and customer service agent was also aware of this issue as she saw my miles and award before I press submit and later she saw those miles and voucher being used.I was told that they will ask the hotel to process the reservation as my card is charged, mileage and voucher gone.

  

  Business Response

  Date: 01/22/2025

  Guest has been contacted, and the reservation has been secured. 

• Initial Complaint

  Date:01/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were tricked into upgrading our vacation membership through deceptive practices of a Hyatt salesman. I have attempted to communicate with Hyatt, but they have ignored me since the first email I sent on December 3, 2024.

  

  Business Response

  Date: 01/28/2025

  The guest signed a contract and wishes to make changes. The guest's concerns were escalated to the executive management of the appropriate team to address. They have advised that they are in contact with the guest and working with them to address the issues.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22816841
  
  I am rejecting this response because it suggests that we requested a new contract. My complaint was due to deceptive practices by a Hyatt salesperson who tricked us into signing a contract. We would have never done that if the salesperson followed ethical business practices and did not say outright lies to convince us. The offer made by the mediator was to refund monies paid and return us to our previous level of membership. This is being done through a new contract, which we are in the process of accepting. The mediator also said that the salesperson is being investigated, which I requested.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 02/11/2025

  The guest's concerns were escalated to the executive management of the appropriate team to address. They have advised that they are in contact with the guest and working with them to address the issues. The guest signed a contract and must work with the appropriate team. 

  Customer Answer

  Date: 02/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:01/14/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had originally booked Hyatt Ziva ********* for Nov *******. On Nov 16, I changed the booking to Feb ******* online since I had severe sinus infection and was on steroids for 3 weeks. I got the email confirming my booking from Nov to Feb. The email stated that I had the cancellation policy of 30 days before the arrival. Now, I could not secure the vacation from my work for February so I had to cancel the booking on Dec 12. Way before the 30 days from Feb*******. Now Hyatt does not want to give me my refund back. My complaint is that where did they tell me that I could not cancel. In the email receipt for updated booking, it was clearly mentioned that I can cancel prior to 30 days. I called Hotel directly but after 5 minutes they just disconnected my phone twice. I paid $4178.78 for 5 days stay and hotel is refusing me to give me the refund back. I would happily accept my mistake if they can show me where on Hyatt website while updating it was mentioned that I could not cancel the booking. This is unethical and illegal. The cancellation policy stated something different than what they are telling me.

  

  Business Response

  Date: 01/27/2025

  **************** is in contact with the guest and is working with them to address the issues. 

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22809416
  
  I am rejecting this response because: I have reached out Hyatt 8 days ago but I have not gotten any responses. The last communication from them says that they will not be able to do anything even though nowhere on their website mentions that i cannot cancel 30 days prior. 
  

  Screenshots attached,

  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 02/07/2025

  The guest made a date change within the 14-day cancellation period, which is subject to a penalty. We and the hotel have communicated this to the guest and stand by the hotel's decision.

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22809416
  
  I am rejecting this response because: i have attached the cancellation policy i recieved from hotel after i made the changes. At no point, I was told that I will not recieve full refund. When I was cancelling the stay, i was informed before i clicked Confirm is that i will get full refund. 
  At this point also, Hyatt failed to notify me that i am outside cancellation policy and i will receive NO refund. I am looking for proof as to when i was informed about 14 days cancellation policy when i made the change which they have failed to provide me. 

  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a category 1-4 night hotel award from Hyatt. I attempted to book a stay BEFORE it expired on their mobile app but was unsuccessful in doing so. As I was out of the country and had a data-only plan, I didn't have a way to call customer service to resolve this. I then reached out to Hyatt via phone on January 12 (4 days after the award expired) to see what they could do since I wasn't able to redeem due to a technical issue. I was offered ****** points, however, the hotel I was trying to redeem it for is a category 4 and is ****** points a night. When I asked to be transferred to a manager, after waiting on hold for an extended time, the call was disconnected. I then had to call in again on the 13 where I talked to **** a supervisor who told me that I should take whatever steps I feel comfortable with (paraphrased) when I inquired about a BBB complaint. Having spent an hour trying to work with the business to resolve this without success and no other way to reach their consumer affairs team (last time I tried e-mailing them directly without a case I didn't get a response), I'm filing a BBB in hopes to have the additional ***** points added so that I can use the award.

  

  Business Response

  Date: 01/23/2025

  Guest has been contacted and resolution found. 

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm a resident physician at *************. I stayed 14 weeks at Hyatt House ************* (***********************************************), which is provided by the hospital while residents work off-site in ** ********. I stayed 5 nights at a time (studio unit), checking in Sunday and checking out Friday. This hotel has a contract with the hospital for year-round business.On 12/22/24, while checking in I asked **** (front desk staff) about possibility for an upgrade, as I had to work through the week and wanted to invite my family over for holiday dinner (they're in SF and Sac). He said it'd be $100 for the entire stay to upgrade to a 2B unit. Elated, I deduced that this rate was a special courtesy given the relationship they have with the hospital. I took the upgrade and confirmed $116 charge on my credit card.On 12/29/24, I returned and asked **** whether the upgrade is still available. He stated it was, and I took it for $100 again. I was never provided any "official upgrade rate" info during these interactions.When I checked my credit card account later that week, however, pending charges had gone up to $456.80 and $571.00 for each stay. Surprised, I asked **** on 1/5 what happened. He confessed that "the corporate caught it," and that he "wasn't supposed to do it." He said he got in trouble and that I'd have to speak to the manager. I spoke to the sales manager on Friday while checking out. She came out of her office exactly knowing why I wanted to speak to her, which indicated to me that she was well aware of the issue beforehand. She was absolutely condescending and demeaning, snapping at me about "wanting free upgrades," how I "shouldn't be bringing family to work accommodation," and how I "should have known better." She said she'll talk to management -- which I didn't trust.I'm genuinely shocked and aghast at how the manager handled the situation. Instead of apologizing for their employee's mistake, she chose to gaslight and patronize the customer.

  

  Business Response

  Date: 01/17/2025

  Guest has been contacted, and a resolution has been found. 

• Initial Complaint

  Date:01/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having an issue related to my World of Hyatt Globalist status. My member number is *********H. On December 28, 2024, I called the Hyatt Globalist line at ************ because my Hyatt profile stated that my Globalist benefits would expire on February 28, 2025, that I would need 60 qualifying nights to renew it, and that I had earned 56 nights. I asked the representative whether I needed to earn the remaining 4 nights during calendar year 2024, or if I had until February 28, 2025. I advised the representative that if she told me I needed to earn them by December 31, 2024, then I intended to stay and earn those additional nights. The representative, however, advised that I had until February 28, 2025. I then called back on January 4, 2025 because when I went to look to book a stay, it said that I only had 5 qualifying nights. During that call I was told the agent I had spoken to on December 28, 2024 was misinformed, and since I had not earned 60 nights by the end of the calendar year that I would not get the 60 night bonus benefits and would not have my Globalist benefits renewed. This is both unfair and improper. The Hyatt agent told me I had until February 28, 2025 to stay the 60 nights--I heard it, my wife who was in the car with me heard it, and I am told that Hyatt records its phone calls which means that Hyatt knows it as well. While Hyatt should certainly retrain that agent, it nonetheless should honor what that agent advised me. I have since stayed an additional 5 nights (January 5-10, 2025), and if the information that Hyatt agent told me were correct then I would now have hit more than 60 nights, had my Globalist benefits renewed, and received my 60 night bonus. Hyatt should honor what the agent said and renew my Globalist benefits and give me my 60 night bonus because it is what is right and fair, because Hyatt should value my business, and because it was Hyatt's own employee who, in a recorded phone call, provided me with incorrect information.

  

  Business Response

  Date: 01/15/2025

  The guest has been contacted and a resolution found. 

  Customer Answer

  Date: 01/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked accommodation for 3 nights stay at Hyatt *************, ********, ********, via ****** agent.Because this booking was made through ****** I was not given a booking confirmation number for the reservation.On check-in I was asked for $100/nt security deposit. A charge of $335.61 was made on my checking account although no damage or incidentals were incurred.The $s have not been refunded although it is now over 6 weeks since I checked out.The dates of stay were 11/26-11/29, 2024 The Airbnb agent has been unable (?unwillingly) to follow up on this with Hyatt.I spoken directly to the hotel involved and also to the complaints ***** without resolution of this issue.I am wanting to get this issue resolved and receive my ********* # to contact is ************ email: *********************

  

  Business Response

  Date: 01/20/2025

  The guest has been contacted, and the issue was resolved.  

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22799704
  
  I am rejecting this response because:

  I did hear from Hyatt stating that the charge of $335.61 would be refunded to me.However, the amount has not been *********** is now almost 2 months since the charge was made
  
  Sincerely,
  
  ******** ********

  Customer Answer

  Date: 01/22/2025

  Have not yet received refund of $335.61 charged by Hyatt ******************. This was paid as security deposit for 3 nts stay 11/26-29, 2024 with the agreement to refund if no damages or incidentals were incurred (they weren't).

  The room was booked through an ****** agent I have contacted ****** and Hyatt without resolution of this issue.

   

   

  

  Business Response

  Date: 01/29/2025

  The guest has been contacted, and the issue has been resolved.  

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation at the Hyatt Hotel and requested an adjustment to the price based on their "best guarantee rate" . Send them all the proofs ( I even have the print screens) and they said my request did not qualify. I want to file a complaint for misleading information as my claim follows all the terms and condtions and they don't want to honor it.

  

  Business Response

  Date: 01/20/2025

  The guest has been contacted and provided the terms and conditions of the Best Rate Guarantee policy.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22793420
  
  I am rejecting this response because the did not provide any evidence that the rate does not qualify. Furthermore, I showed print screens of the rate at another website and they keep rejecting without a valid reason.See attached my response.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 01/30/2025

  Guest's concerns have been escalated upon review guest complaint does not meet terms and conditions of the Best Rate Guarantee policy, guest has been provided with the terms and conditions of the Best Rate Guarantee policy.

• Initial Complaint

  Date:01/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a trip to **************** and got infection in the resort. We are pretty sure it is from the resort because we didn't get out during our stay, and both my husband and I showed the same symptoms. My complain:1. The resort didn't have thermometer provided, we just took ******* by our feeling.2. During checkout, the manager provided us doctor visit and 1 night points back to my account. We appreciated the doctor visit, though the infection impacted our following travel schedule. However, the promised points never arrived. Contact both the Hyatt and the *********** through email, no reply.What I want: I want the promised points back to my account. That's it. ********************** is so hard to reach out.

  

  Business Response

  Date: 01/13/2025

  Guest has been contacted and a resolution offered